Guest Experience & Front Desk Manager

The Guardsman Hotel; Greater London; On-site; GBP 32,000 - 52,000; Full time

Benefits offered by this job

Hotel discounts

Holiday entitlement 28 days

Benefits portal discounts

Employee Assistance Line

Wagestream access

Annual stayover after 1 year

Progression opportunities

Referral bonus £250

Free meals on shift

Length of service awards

Job summary

The Guardsman Hotel in London is seeking a Reception Manager to lead the reception team and ensure outstanding guest service. Reporting to the General Manager, you will drive front desk strategy, guest satisfaction and operational excellence in a busy luxury setting.

You will manage, coach and train staff to maintain the highest service standards, greet guests warmly and handle inquiries with professionalism, both face-to-face and by phone.

Qualifications

• Experience in hospitality as a receptionist or supervisor is required.
• Strong customer service skills with the ability to anticipate guests’ needs.
• Excellent communication, both verbal and written, and professionalism.
• Proven leadership capable of motivating and guiding a team to standards.
• Able to work independently with minimal supervision and stay flexible.
• Enthusiastic team player with a proactive attitude.

Responsibilities

• Oversee the reception department and quality of guest service.
• Lead the Front Desk team to deliver the Front of House strategy and targets.
• Manage departmental costs and scheduling to support operations.
• Identify opportunities to improve operations and efficiency.
• Address guest requests promptly and professionally.
• Set an example in personal presentation and attitude.
• Review guest feedback and drive improvements across the guest experience.

Skills

Customer service

Leadership

Communication

Team management

Hospitality mindset

Flexibility

Professional presentation

Job description

The Guardsman Hotel in London is seeking a Reception Manager to lead the reception team and ensure outstanding guest service. Reporting to the General Manager, you will drive front desk strategy, guest satisfaction and operational excellence in a busy luxury setting.

You will manage, coach and train staff to maintain the highest service standards, greet guests warmly and handle inquiries with professionalism, both face-to-face and by phone.